Aegis Customer Support Services Private Limited, a global outsourcing and technology services company, announced that it has been included in the Market Guide for Key Customer Management BPO Service Providers 2018 report by Gartner Inc.

Aegis has been included as one of the Customer Management Business Process Outsourcing (CM BPO) service providers with vertical/industry coverage in the report.

“At Aegis we are committed to continue offering innovative services and solutions to our clients that positively enhances their growth, customer experience and bottom line. The Customer Management BPM industry is witnessing a paradigm shift through Automation, AI, SMAC, digitization et al. Thus, there is an opportunity to display both vision and innovation along with a strong ability to execute.” said Sandip Sen, Global CEO, Aegis.

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As per the Gartner report- The CM BPO market continues to bridge legacy services – human agent-based voice service offerings and new automated, digital or multichannel and cloud-delivered services. CM BPO providers, that are able to optimize and leverage technology, adapt to change, improve processes (including redesigning processes), improve competitive advantage and identify sustainable growth opportunities for buyers, will continue to thrive. By 2020, the adoption of mobile apps and chat in the CM BPO sector will grow nearly to 80% by revenue, up from 30% in 2017.

Aegis has emerged as a thought leader in building Omnichannel capabilities. The company has made significant investments in its business models, center of excellence and SMAC (Social, Mobile, Analytics, and Cloud) enabled BPM solutions. Aegis is also engaged in key CM projects across Asia/Pacific (APAC), specifically – in the areas of financial inclusion, citizen services, ecommerce, and Telecom services. Most of these complex engagements leverage digital and analytics services as a key deliverable in the customer CX strategy. Aegis continues to invest in digital and social media business engagement and solutions, through its product – Aegis LISAⁿ

The Gartner report cites that – the level of complexity for traditional voice-based services is expected to increase, hence the increasing cost per call. Therefore, buyers are seeking to increase services across alternative channels such as web chat and virtual assistants, along with video services and video chat, leading to continued growth in non-voice multichannel and digital services. Buyers are investing and increasing their focus on customer experience (CX) – customer journeys and customer engagement life cycles, as a key differentiator.

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Aegis’ Business Analytics solutions help customers to gain the right business intelligence quotient and transform values of business insights into decision drivers. The services are positioned as a credible domain centric value driver for BA BPO services. The synergy with existing services positions Aegis uniquely in the market based on turnkey value. The power of this synergy is best captured in Aegis’ multi-pronged engagement with brands across telecom, automotive, aviation etc. among others, where diverse engagement model and integrated offering has become an important attribute for seamless and consistent customer experience delivery.